Important information
- Customer Complaint:Recently, BBB has received complaints for this company that allege billing, product, sales, and customer service issues. Complainants allege that this business may misinform them regarding the cost of attendance at the university and the amount of financial aid that may be available to the student. Some consumers report that the company may overcharge for classes. Other complainants state that the company may fail to respond to the customer when problems arise. In addition, when complainants ask the university to explain additional fees or tuition amounts on their account prior to paying the fees, the company may send the student’s account to collections without an explanation. Furthermore, some consumers report dissatisfaction with the quality of the academic programs, the professor’s lessons, and the attentiveness of the advisors employed by the university. At this time, University of Phoenix is responding and resolving all BBB complaints.
Complaints
This profile includes complaints for University of Phoenix's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 113 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
As an 80% disabled combat veteran with a 4.0 GPA, I was excelling in my studies at the University of Phoenix, pursuing a degree to become a teacher. However, the university's incompetence and lack of accountability have forced me out of their program. Despite my academic success, the university enrolled me in the wrong program for eight months, and when the mistake was acknowledged, they refused to report the correct dates to the VA, resulting in delayed and incorrect payments. Now, they are withholding over $2,000 in payment I am owed and refusing to release my transcripts to the VA, citing unresolved issues. As a result, the ** will not pay the university, and I am no longer able to take classes. I've had to transfer to *********************************** (GCU) to continue my education. As a single parent to a two-year-old daughter, I'm concerned about the impact this will have on our lives and my ability to provide for her. I'm seeking assistance to resolve this matter and hold the University of Phoenix accountable for their actions. Attached is proof of all my classes Ive taken and my 4.0 I am not lying on my military career and my daughter they refuseto accept even this transcript in the picture. Something fishy is going on. Please get to the bottom of it before its too late.
Business Response
Date: 04/23/2025
RE: Complaint # ********; ******* **********
Dear ******* *******,
The University received the BBB notice of this complaint on April 16, 2025. We have completed a thorough review of the concerns and are attempting to directly contact the student with substantive information. We encourage the student to reach out to ***********************************************************************.
The issue involves information subject to the Family Educational Rights and Privacy Act (FERPA) and cannot be shared in this public forum absent authorization.
Please let us know if anything additional is required so that we may respond accordingly.
University of Phoenix
Resolution Services
*************************
Phoenix,AZ 85040
***********************************************************************Initial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The university is withholding my financial aid and student loans. This has been happening since March 31, 2025. I have records indicating they were advised from ***** that my ***** hasnt been validated. However thats inaccurate. Ive verified with FAFSA that it is valid. I keep emailing, chatting, calling in but no one wants to help and they keep telling me to wait. One class was completed and not paid for. I began another one, aid still hasnt been released. However, they had the audacity to send me a bill in which Im not paying for because its their responsibility to release my aid.Business Response
Date: 04/15/2025
RE: Complaint # ********; ****** Lovers
Dear ******* *******:
The University received the BBB notice of this complaint on April 11, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on April 15, 2025 at 2:22 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:04/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally address the ongoing delay in the processing of my financial aid. It has now been a since my financial aid was supposed to be disbursed, yet I have not received my refund check due to an error on the universitys behalf.This delay has caused significant inconvenience, and I urge the university to take immediate action to rectify this issue. I need a resolution as soon as possible so that I can receive my funds without further delay. Please provide me with an update on the steps being taken to correct this matter and ensure that my financial aid is processed and disbursed promptly.I expect a timely response, as this situation is causing undue hardship. Please let me know the next steps at your earliest convenience.Business Response
Date: 04/08/2025
RE: Complaint # ********; ******* ******
Dear ******* *******:
The University received the BBB notice of this complaint on April 2, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on April 8, 2025 at 1:11 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix,AZ 85040
***********************************************************************Initial Complaint
Date:03/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a formal complaint against the University of Phoenix regarding their failure to disburse my excess financial aid funds in a timely manner, despite multiple assurances from their representatives.On March 11, 2025, my financial aid disbursement was applied to my student account. However, as of today (March 31, 2025), I have not received my excess funds. I have contacted several representatives, who assured me that a form was submitted and that the funds would be received within 1-2 business days. Despite this, 14 days have passed, and I have yet to receive my money.This delay has caused significant financial hardship, as I rely on these funds for necessary expenses. According to federal student aid regulations and the University of Phoenixs own policies, disbursements should be made promptly, and thisBusiness Response
Date: 04/03/2025
The University received the BBB notice of this complaint on March 31, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on April 2, 2024, to the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA) and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.Thank you,
**** ********
Case Resolution Manager
University of Phoenix
Resolution Services
**************************
Phoenix, AZ 85040
Phone ************
Email: ***********************************************************************Initial Complaint
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fall of 2024, I was placed in Professor ***** **** Wagners MHA-506 class, which I failed due to her failure lack of clarification for the assignments she post. Ive been a great student and successfully completed every class except hers. Spring semester 2025, I was told she was the only professor for this class. So once again Im back in her class and its no difference. I emailed her after she stated my assessment was not met, which I felt was. I listened to her collaborate session and went back over my work and still dont understand what Im missing. I asked and was told that she cant look at my work prior to me submitting it,. Meanwhile, shes not explaining anything thats missing from my work she did review. When I call the school, Im told they listened to my prior calls, and never heard me mention my issues with this professor. In the state of ************, its illegal to record without asking my permission. I bring that up because when I ask to hear those recording, I was told no. Ive also looked up this professor and she has a 1.2 out of 5 rating on rate your professor site. Most of the complaints sound very similar to mine. A few people who failed her class mentioned how they passed with flying colors with another professor. I was offered a 200 fee to withdraw out of this class, but no guarantee to be placed with a different professor. Another issue I see lots of students complaining about. I shouldnt have to pay to leave a class where there is an issue, and I cant speak to the professors supervisor. Meanwhile, Im told to file an appeal if I fail. Thats the solution? After speaking with my attorney, I was told to take this step first prior to him moving forward. Im asking for Professor supervisor to listen to the collaborative session, and my work, and please explain whats missing. If not, I would like to be removed from this class, and placed with another professor, without being recharged. My advisor failed me placing me back in this classBusiness Response
Date: 03/24/2025
RE: Complaint # ********; ***** ******
Dear ******* *******:
The University received the BBB notice of this complaint on March 18, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on March 24, 2025 at 9:39 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:03/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They are not passing me on a course I know I passed with a c- and I don't have the funds to retake the course do to this happening 2x before and then taking over 5 thousand dollars from my grants and loansBusiness Response
Date: 03/11/2025
RE: Complaint # ********; ***** ***
Dear ******* *******:
The University received the BBB notice of this complaint on March 8, 2025. We have completed a thorough review of the concerns and a response was sent directly to the student on March 10, 2025.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:02/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is ****** ****** Student# **********. I currently go to University of Phoenix for my Masters Program in *************************** I started the Master Program on February 04, 2025. I enjoy going to school. I am a little disappointed that i have not received my financial for my financial aid. I have spoken to several representative in the ****************** and one of the **** finally put in a ticket to fine out where the financial aid is. The ticket was put in on February 21, 2025. So far they are are near resolving the issue with my reward letter. I checked the financial tab and it show I will be getting financial aid but it only says to be determined.I understand due to the new president election that it delayed some things about receiving the financial aid. I am receiving billing notices by email. Can you please resolve the issue so I can sign my reward letter.Business Response
Date: 04/18/2025
RE: Complaint # ********; ****** ******
Dear ******* *******:
The University received the BBB notice of this complaint on April 25, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on April 17, 2025 at 9:51 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix,AZ 85040
***********************************************************************Initial Complaint
Date:02/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been attending The University of Phoenix for almost 3 years. I have been audited twice, and just approved for my fafsa, and turned in all the required documents, on several occasions. Now with the new semester starting, my school guidance caseworker ****** ***** is showing extreme differential indifference. I have until 3-6 to turn in several documents, I just gave them. I have images of proof that after getting approved for my FASFA, that my courses were already set and everything in order. I have copies of all conversations. Next ****** ****** took off all my upcoming courses, she is refusing to answered my calls. Which where my courses are normally, are now a notification saying to contact her. After the school heard I was a full time authorized tester with Hackerone, they have been resorting to cruel and unusual punishment, now with the latest to deny my education and degree. The school gave me a voucher to take my test, the **** say my vouchure is not good, but the school says it is. One unusual occurrence after the next.Business Response
Date: 02/25/2025
RE: Complaint # ********; ****** *****
Dear ******** ******:
The University received the BBB notice of this complaint on February 18, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on February ******* at 3:25 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:02/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took a course with university of phoenix and want my refund of $2,635 for having a bad instructor and not getting the services rendered for learning and teaching in this course i paid 4.Business Response
Date: 02/11/2025
RE: Complaint # ********; ****** ************
Dear ******** ******:
The University is in receipt of the BBB notice of this complaint. We have previously responded to the outlined concerns with information subject to the Family Educational Rights and Privacy Act (FERPA). If there are continuing questions, the student may reach out to **********************************************
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:02/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The university has decided to withhold my Pell ***** and disperse it little by little. Its always a long wait too.Business Response
Date: 02/07/2025
RE: Complaint # ********; ***** *****
Dear ******** ******:
The University received the BBB notice of this complaint on February 3, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on February 7, 2025 at 3:23 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, as of right now, we are communicating outside of the bbb, but currently not happy with the response. I sent them far more detailed response of what and where my complaints lay. Currently, awaiting their response.
Regards
***** *****
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